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This documentation supports the 19.08 version of Change Management.

To view an earlier version, select the version from the Product version menu.

Configuring change prioritization

As an administrator, you can review and configure priority levels, based on the Impact and Urgency values using the Change Prioritization form. Once you log in as an administrator or as a user with the Infrastructure Change Config permission, you can create, update, and delete change prioritization records. This form also displays the prioritization formulas.

Change Prioritization form
(Click the image to expand it.)

The Change Management application comes with multiple out-of-the-box change prioritization records for the - Global – Company. The - Global – Company record is used by default when there are no other company-specific change prioritization records defined. The Change Priority is controlled by the values set for Urgency and Impact. 

The form is setup to represent that the values defined for Urgency and Impact defines the value for Priority, that is, when you select the urgency and impact of a change request, Change Management adds the numerical weights together to calculate the priority weight and assign a descriptive priority, such as Critical. For example, if you select an Urgency of 4-Low and an Impact of 4-Minor/Localized, the Priority is set to Low. 


If you change the weight for an impact or urgency level, or change a priority weight range, you must re-select the impact or urgency in the applicable prioritization formulas.

The application uses the change prioritization records to automatically set the Priority Level for the change request, based on the selected values for Urgency and Impact. The form is designed to allow you to create one set of change prioritization records per company. The application selects the priority record based on matching the change request’s Location Company to a matching Company on the priority record that also matches the selected Urgency and Impact on the change request.

Priority indirectly appears in the Advanced Criteria section for Approval Mapping configuration as Urgency and Impact and can be used to drive Approval Mappings. In addition, the Change Priority can also be used to define Derived Risk Factors, which is used for calculating risk.  For more information, see Configuring risk assessment.

To configure change prioritization

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Change Management > Advanced Options > Change Prioritization > Change Prioritization, and then click Open.
  3. On the Change Prioritization form, which opens in a New mode, enter the values for the following fields:


    This field is used to identify which company the Change Prioritization records apply to.

    For example, the Change Management application comes with sixteen out-of-the-box records configured for the - Global - Company, which the application uses when no other specific Company records are defined. These records are considered as a set of Change Prioritization records. When creating Company specific records, you should create sixteen records, as there are sixteen Urgency and Impact combinations.

    UrgencyThis is the value for the urgency that will be used to define the Priority value.

    This is the value for the impact that will be used to define the Priority value.


    This is the value for the priority as defined by the Urgency and Impact values.


    The default value is Enabled.

    Important: The application uses only the Enabled Change Prioritization records when selecting Priority values.

  4. To change to Search mode, click Search on the form in a browser.
  5. Search for the appropriate rule, and then open it. 

  6. Re-select the impact level from the Impact list.
    The value of the impact weight is updated to the current value.
  7. Re-select the urgency level from the Urgency list.
    The value of the urgency weight is updated to the current value.
  8. In the Description field, enter a descriptive note.
  9. Click Save.
  10. Repeat step 4 through step 8 for each prioritization formula that contains a changed impact weight or changed urgency weight.
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